Senior Contact Center & CX Transformation Lead

Capgemini

England

Hybrid

GBP 90,000 - 120,000

Full time

14 days+

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Job summary

Capgemini is seeking an experienced Contact Centre SME (NICE) with strong Banking domain expertise to lead planning, execution, and delivery of CCaaS projects for UK clients. Deep knowledge of NICE CXone, Genesys Cloud and other leading platforms is essential to drive revenue growth.

You will work in a hybrid model across Capgemini offices, client sites, and remote work, coordinating with sales, alliances and delivery teams, mentoring staff, and representing Capgemini at partner forums and

Qualifications

Develop and execute GTM strategies for Contact Centre & CX business.
Identify, qualify and pursue new opportunities within Financial Services.
Collaborate with sales, alliances, marketing and delivery to build robust pipeline.
Lead customer discussions, workshops and executive briefings on CCaaS transformations.
Advise clients on CX, digital transformation, AI and cloud contact centre strategies.
Establish and strengthen strategic relationships with partners (NICE, Genesys, etc.).
Drive joint GTM initiatives and partner-led campaigns.
Represent Capgemini at partner forums, industry events and client engagements.
Provide SME guidance on CCaaS architectures and industry trends.
Support RFP responses and client presentations with thought leadership.
Mentor teams and develop capabilities in the Contact Centre domain.

Responsibilities

Lead growth, business development and GTM initiatives in Financial Services Practice.
Identify market opportunities and shape solutions to drive revenue growth.
Build and manage a robust pipeline with internal and partner teams.
Lead executive-level discussions and workshops with clients.
Act as trusted advisor on CX, AI, automation and cloud CCaaS strategies.
Represent the organization at partner forums and industry events.
Collaborate with global Capgemini teams to design and pitch CCaaS solutions.